The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.” – Quote from William Cooper Proctor Soapmaker - (Hinton, 2021)
I have found the above to be so true, and making sure you give what you promise, being the most important rule – if you say - you are ordering something, for someone?
Firstly do that – but take the additional step of reaching out to that client, to regularly update them, as to what stage you are at.
I initially had one customer who purchased twice – (my first customer) – and this proved to be a pleasant experience, as it was so easy to accommodate her – she ordered, and I had hit the ground running, with regards to packaging, delivery system etc. Her order was late – there was a lot of teething troubles – (as the attention from Google and Facebook enquiries etc. was totally unexpected) - I was not prepared for business. I then valued this woman, and I literally, let her know it – I was attentive, I took messages outside of shop hours, and I supplied free gifts, as a recompense for any hiccups. She greatly appreciated my efforts, and before I knew it, she was posting comments, recommending me, endorsing what she received, praising me in general, for my general persona, when dealing with her. This highlighted, to me, the role that good customer service plays in quality management, and the potential for the positive feedback which comes with that to grow the business.
Therefore, I committed to taking the same steps should any similar challenges arise in the future. From this feedback I gained three more customers. Then came more enquiries – then, three more customers. Overall, now, ten returning customers, who are ordering on a weekly basis. Treating them all with the same attention as my first customer.
These are regular deliveries, and, as it is known, a returning customer, is far more valuable than new custom - and should be treasured – This is my policy.
Now having a relationship with each client – taking care to remember their size - their state of health – their actual stage in life. This promotes good business, and indeed, then motivates me, to deliver, be efficient, and focus on the individual need. I work in social media, as mentioned, and I am still retaining my first business. These returning customers now repost all my advertising reels, and posts.
This is invaluable from any marketing perspective, as it is also bringing in new custom. All this retail exposure - following on, and grabbing attention for the marketing business, that was previously so slow - thus giving me an opportunity to merge the two business platforms, piggybacking on my own business.
All because the first customer was happy, and the items I sold her were –
1. What she asked for –
2. What she wanted! –
3. What she expected -
and she was treated well and she was valued !
There it Begins & Ends
